TECHNICAL SERVICE LEVEL AGREEMENTS Clause Samples
A Technical Service Level Agreement (SLA) clause defines the minimum standards of technical performance and support that a service provider must meet when delivering services. This clause typically outlines specific metrics such as system uptime, response times for technical support, and procedures for reporting and resolving technical issues. By establishing clear expectations and measurable benchmarks, the clause ensures accountability and provides remedies if service levels are not met, thereby protecting the interests of the service recipient and minimizing operational disruptions.
TECHNICAL SERVICE LEVEL AGREEMENTS. The Contractor shall provide and manage the following Technical SLAs.
TECHNICAL SERVICE LEVEL AGREEMENTS. (SLA)
24.6.8.1 Availability (M-S) Definition: The percentage of time a CALNET DNCS service is fully functional and available for use each calendar month. Measurement Process: The monthly Availability Percentage shall be based on the accumulative total of all Unavailable Time derived from all trouble tickets closed, for the individual affected service (per Circuit ID or Service ID), per calendar month. The monthly Availability Percentage equals the Scheduled Uptime per month less Unavailable Time per month divided by Scheduled Uptime per month multiplied by 100. Scheduled Uptime is based on 24 x number of days in the month. All Unavailable Time applied to other SLAs, which results in a remedy, will be excluded from the monthly accumulated total. Services:
TECHNICAL SERVICE LEVEL AGREEMENTS. The Contractor shall provide and manage the following Technical SLA’s. Basic (B) Standard (S) Premier (P) Bidders Objective Commitment (B, S or P) DS1 ≥ 99.2% ≥ 99.5% ≥ 99.8% P DS3 ≥ 99.7% ≥ 99.8% ≥ 99.9% P ISDN PRI ≥ 99.2% ≥ 99.5% ≥ 99.8% P Service(s): Long Distance Network Access Transport (1.4.2.2.2) Objective(s): Rights and Remedies Per Occurrence: N/A Monthly Aggregated Measurements: First month the service fails to meet the committed SLA objective shall result in a 15 percent rebate of the TMRC. The second consecutive month the service fails to meet the committed SLA objective shall result in a 30 percent rebate of TMRC. Each additional consecutive month the service fails to meet the committed SLA objective shall result in a 50 percent rebate of the TMRC. Basic (B) Standard (S) Premier (P) Bidders Objective Commitment (B, S or P) Long Distance Network Access Transport ≤ 3 hours ≤ 2 hours ≤ 1 hour B
TECHNICAL SERVICE LEVEL AGREEMENTS. The Contractor shall provide and manage the following Technical SLAs. Basic (B) Standard (S) Premier (P) Bidder’s Objective Commitment (B, S or P)
TECHNICAL SERVICE LEVEL AGREEMENTS. The Contractor shall provide and manage the following Technical SLAs. Basic (B) Standard (S) Premier (P) Bidders Objective Commitment (B, S or P) EPL, EP-LAN and EVPL MAE Service 10/100 Mbps ≥ 99.2% ≥ 99.5% ≥ 99.9% P EPL, EP-LAN and EVPL MAE Service 1Gbps ≥ 99.2% ≥ 99.5% ≥ 99.9% P EPL, EP-LAN and EVPL MAE Service 10 Gbps ≥ 99.2% ≥ 99.5% ≥ 99.9% P Objective(s): The objective shall be based on the UNI physical interface: Rights and Remedies Per Occurrence: N/A Monthly Aggregated Measurements: First month the service fails to meet the committed SLA objective shall result in a 15 percent rebate of the TMRC. The second consecutive month the service fails to meet the committed SLA objective shall result in a 30 percent rebate of TMRC. Each additional consecutive month the service fails to meet the committed SLA objective shall result in a 50 percent rebate of the TMRC. ▇▇▇▇▇▇ understands the Requirement and shall meet or exceed it? Yes X No SLA Name: Catastrophic Outage 1 (CAT 1)
TECHNICAL SERVICE LEVEL AGREEMENTS. The Contractor shall provide and manage the following Technical SLAs. Basic (B) Standard (S) Premier (P) Bidder's Objective Commitment (B, S or P) NBCC Service ≤ 6 hours ≤ 4 hours ≤ 2 hour P
TECHNICAL SERVICE LEVEL AGREEMENTS. The Contractor shall provide and manage the following Technical SLAs. Basic (B) Standard (S) Premier (P) Bidders Objective Commitment (B, S or P) OCX ≥ 99.7% ≥ 99.8% ≥ 99.9% S SPPS Objective(s): The objective shall be based on the access type: Rights and Remedies Per Occurrence: N/A Monthly Aggregated Measurements: First month the service fails to meet the committed SLA objective shall result in a 15 percent rebate of the TMRC. The second consecutive month the service fails to meet the committed SLA objective shall result in a 30 percent rebate of TMRC. Each additional consecutive month the service fails to meet the committed SLA objective shall result in a 50 percent rebate of the TMRC. Basic (B) Standard (S) Premier (P) Bidders Objective Commitment (B, S or P) SPPS ≤ 3 hours ≤ 2 hours ≤ 1 hour S
TECHNICAL SERVICE LEVEL AGREEMENTS. The Contractor shall provide and manage the following Technical SLAs. Basic (B) Standard (S) Premier (P) Bidders Objective Commitment (B, S or P) Objective(s): The objective shall be based on the UNI physical interface: Rights and Remedies Per Occurrence: N/A Monthly Aggregated Measurements: First month the service fails to meet the committed SLA objective shall result in a 15 percent rebate of the TMRC. The second consecutive month the service fails to meet the committed SLA objective shall result in a 30 percent rebate of TMRC. Each additional consecutive month the service fails to meet the committed SLA objective shall result in a 50 percent rebate of the TMRC. ▇▇▇▇▇▇ understands the Requirement and shall meet or exceed it? Yes X No_
TECHNICAL SERVICE LEVEL AGREEMENTS. (SLA) SLA Name: Availability Definition: Measurement Process: Services: Objectives: Rights and Remedies:
1. Per Occurrence: • N/A
2. Monthly Aggregated Measurements: • First month service fails to meet the committed SLA objective shall result in a 15% credit or refund of the TMRC and two Business Days of the ADUC, when usage applies. • The second consecutive month to fail to meet the committed SLA objective shall result in a 30% credit or refund of TMRC and two Business Days of the ADUC, when usage applies. • Each additional consecutive month to fail to meet the committed SLA objective shall result in a 50% credit or refund of the TMRC and two Business Days of the ADUC, when usage applies.
TECHNICAL SERVICE LEVEL AGREEMENTS. 2.3.6.1 Provisioning (M-S)